Visitor
•
1 Message
Dispute: $100 Professional Install Fee - External Infrastructure Issue
Hello,
I am writing to formally dispute a $100 professional installation fee on my account. I originally requested a self-installation, but the modem failed to connect.
A technician was dispatched to my home and determined that the issue was due to external infrastructure, not my equipment or setup. Specifically, the technician had to install a MoCA filter at the outside ground block to enable the signal to my owned modem.
Per Xfinity policy, service fees should be waived when the resolution involves repairing or adding company-owned equipment at the demarcation point. I have an existing ticket number regarding this issue and am requesting that an official employee assist me in reviewing the technician's resolution notes to credit this fee back.
Thank you.
XfinityPaula
Official Employee
•
2K Messages
12 hours ago
Good morning, user_tq4smy! I'm sorry to read of the trouble with setting up your service and the associated fee. Thank you for joining Xfinity and for reaching out to my awesome team here on our Xfinity Forums. We would be happy to help out.
You are correct if there is an outside issue it would be covered by Xfinity. With self installation, when a repair visit is needed within 30 days a $100 installation fee is applied to the account in advance assuming that the location was set up correctly with a self installation to the demarcation point. However, in your situation it seems that was not the case and the fee was not removed after the work was done to correct the connection.
You are in the right place for help! I will review the account and the notes to see what was completed and from there, if eligible we can reverse the installation charge and have it removed from the account. Let's dig into this and get the account corrected.
Can you please send us a direct message with your name and service address?
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message
0
0